Manager, Customer Success

We are looking for a dynamic and experienced Manager of Customer Success to join our team. In this pivotal role, you will be responsible for fostering close relationships with various internal teams such as sales, onboarding, marketing, and product to deeply understand and address customer challenges and needs. Your mission will be to drive customer satisfaction and platform growth across North America through strategic initiatives and effective management of your team.

The Role:

• Develop and maintain strong collaborative ties with sales, onboarding, marketing, and product teams to enhance the customer experience.
• Work alongside the leadership team to build and expand our customer success strategy in North America.
• Identify and implement initiatives aimed at managing customer expectations, ensuring satisfaction, and promoting platform utilization.
• Manage the day-to-day operations of a team of 8-12 Customer Success Managers (CSMs), including data analysis, goal setting, career development, performance management, and process improvement.
• Strategically grow and expand client relationships at all levels within the organization, taking ownership of Gross Revenue Retention (GRR), Net Revenue Retention (NRR) Targets, and Activation Targets.
• Provide valuable insights from customers to our product, development, and marketing teams, reinforcing ClickUp's position as an industry leader.
• Lead key initiatives for Customer Success, guiding the strategic direction to refine, optimize, and scale the business.
• Source and implement a one-to-many automated client success tool and develop associated processes.

Qualifications:

• A minimum of 3 years of people management experience overseeing a team of CSMs in a high-growth SaaS environment.
• Experience with project management is preferred.
• Demonstrated ability to work creatively and collaboratively with cross-functional teams.
• Proven track record of identifying, creating, and delivering campaigns that convey our solution’s value to customers.
• Familiarity with customer success metrics such as GRR, MRR, ARR, and Churn.
• Deep knowledge of the Customer Journey and experience in customer relationship management.
• Experience working with different market segments and understanding their unique needs.
• Comfortable making efficient decisions and communicating them effectively in a fast-paced startup atmosphere.
• Strong communication skills, both verbal and written, with the capability to impactfully communicate the results of your work.
• A strong sense of empathy for customers and stakeholders, with a keen understanding of their perspectives.

Salary Range: $160,000 - $180,000 (OTE)

#LI-AML #LI-Remote